regarding your current credit card account we have made several attempts to reach you this is your final courtesy call before we are unable to lower your credit card speak to the member service department thank you for your response we would now like to transfer you to a full ticker for just a few more questions oh a poll taker [Laughter] this is new hello hello hello hello thank you so much for responding credit card services how are you doing i'm doing great how about yourself uh you're fine i believe you're responding to get a lower interest rate on your existing credit card right yes and here it shows your date from past six to eight man you have been making your payment on time you never missed it always sometimes you try to pay more than your monthly minimum payment right yep hey a real quick question was it when before it went over to you it said something about a poll what's that about no no no i was just asking a quick question when i went over to you it says to take a quick poll first first you answer my question then i will answer your question okay you want to know if uh how much i owe my visa or mastercard yes i owe about about two thousand two thousand and which one you think you owe the most serve would take your visa card or the master oh that'd be the visa card and which thing do you have a visa card with sir oh i have a capital one capital one is a visa card right correct okay so in order to activate a lower interest rate on your visa card sir your raiser card is must be active don't be expired so i want you to verify me the expression date on it just the month and the year seven of 22. [Music] yes okay are you holding the same card are you looking at here starting in number four one or four zero four one it's a four run right yes can you verify the number starting with four one so i can pull out a statement for you sure zero nine eight three six eight nine five four two and no sir is the 16 digit account number you know yeah i know it so verify the 16 account number exactly up here on the front face of the card you can see the 16 digit account number starting at number four so can you verify the numbers yeah i can four four seven six scammy five eight you're a scam nine four you're scammy three we know you're a scam eight you do you do know i know you're a scam right is not a scheme i am scheming with your daughter last night to give me the and i don't pay the money you know fan of a so a scammer would say bad words wow that was interesting okay so did you guys all hear that hateful rhetoric they said wow did you see that are you seeing what's going on now they're using hateful rhetoric because we're actually getting through by actually everyone is not freaking falling for their scams anymore okay go back and watch this and listen to how it comes up it's a scam okay it comes up as capital one and it's it's not capital one though it is a capital one number so if i call this back i will get capital one watch i will call it back okay and i will get capital one now the thing about it is i like capital one okay thanks for calling capital one this call is being recorded say or enter the last four digits of your card number you can also say apply for a new account okay we're going to call capital one and tell them what's going on i understand that you want to talk to a representative i'll be better able to help you no you won't find the account you're calling about no you won't try a different way say or enter your social security number oh heck no not entering any of those numbers if you're calling about the coronavirus situation say yes or press one otherwise say no or press two to stay on the line for the next available agent wow i'm gonna have to really talk to him one of our call center agents will be with you shortly hold on while i transfer you to a representative okay i am really upset about this one though [Music] okay here we thank you go calling capital one my name is kennen i'll be your personal account manager today hi kenneth you're first yeah my uh i'll give you my first and last name and i'm in the system but don't give me my numbers i'm calling about something else my first name is jeff last name jansen yes i have a capital one account um i'm just calling is because about seven times a day and it's not you guys i know it's a spoof call and i've actually called into you guys before they're using capital one's number uh they're trying to scam people they're doing a spoof with capital one's number now i do have actual capital one and i record every one of their calls when they call through but the scammers to give you an idea not only are they saying they're with capital one but when they get called out they're using really really profane their the profanity that's coming out of these scammers mouths is it went from they never used to do it to now the profanity is just unbelievable and uh now here's the situation i'm hoping that you can you can maybe run this up the chain of command over there i've always been happy because i have no problems with capital one that's why i know it's not you guys however when i call in capital one the first thing they ask for is uh like social security number and stuff like that to type it in and that that's how these scammers are getting people's information is they call us with capital one you call in find out it's a real number you put in your social security then like for some reason they call back and now they still think it's capital one and then they re-give the person their social security number every time that you guys are asking for people's account numbers through your automated system that's giving the scammers their the vital information to like my accounts your you know what i'm saying in other words you know without having human contact trying to get through they're putting in their social security numbers to a scam all off of a spoof call your number's real but the scammers are using that number to get our social security numbers i i'm only saying it because i deal on identity theft for a living and but i do have capital one and i've oh and like i said i've always loved you guys you guys are awesome but you understand why i actually want to say something about it because when we called back you know it first asked for you know a security code or everything to ask for okay another way give us your you know type in your full social security number that's how the scammers are getting people's information so when they spoof it and then all of a sudden you type in your social security number now they have your associate now they have our social security numbers and i just got the call and i record every one of them it's not you i know you're real that's fine uh but the scammers are not and i do it because the show people you know don't give these people your information number one they're next they're not calling from the united states they're just called doing what's called a spoof call which means they're using the capital one number bank of america wells fargo every bank they're they find you numbers and then they call with them and there's a lot of people that get taken for it unintentionally it's not you guys fault it you know you can't stop a crook's a crook any way you look at it so i'm just i'm just passing the word on to you to maybe you could say something to your higher-ups uh you can even have them call me back if you want my numbers uh i'm from quincy illinois and i don't mind giving my number it's 217-316-0219 i just don't want my bank information being said over the phone right now sure no here's the thing um i mean definitely this is good feedback and things like this i always try to make the customers feel like they have a voice because i always try to uh you know utter these things and meetings and you know feed it up the chain this this here though um you know as as sad as it is to say i mean this is something that you know we're aware of like most other banks are spoofing just in today's landscape is just something that happens you know at such a high rate as i'm sure that you now see um and so this is something that we're always trying to combat we're always trying to document these types of things and and because we're aware of this type of stuff that's why we we always try to let customers know that us making an outbound call to you as a customer i mean that has to be the rarest of cases for us to be compelled to give you an outbound call because we understand right today's world people call so much you know so much and they ask for social security number only to compromise you so i mean the only thing really that we call out for is maybe just a super high fraudulent matter going on the account anything else you know we're never going to call really so that's that's the first thing i would say uh but yeah i mean and that's horrible you know not only are they trying to compromise your information then when you call them out on on their crap excuse my language then they get all you know angry with you and start start using slurs and profanity that's that's horrible that's just absolutely gross yeah this one just said that he was going to blank my daughter and for you know all this bad you know it's like really dude what yeah oh no it's getting worse and i record all this stuff so that i use it for you know i can show people what to do and not do and i have capital one i'm not afraid to admit that i love you guys you guys are great i don't have a problem i do have a problem with the spoofing though which i know you can't do much about but i figure if we keep reporting it keep talking about it eventually we may be able to find a way event you know what i'm saying if we don't say nothing nothing's ever going to get done right um yeah and because we know this that's the approach we take with outbound cause we rarely ever do it and we also even say that with emails as well even if there's an email that we legitimately sent to you it's from us the links are safe and secure i always tell customers who call in after we sent an email even if it is i tell them hey look that's a pretty good practice because in today's world uh spoof emails looked official they they sound official they even use all the right you know images and logos so it's a good practice to get into to even if we call you know people i tell them hey you know totally makes sense even if it really is a capital one agent on the phone for you to hang up and give us a call so you know you're calling the correct number and your information is safe with us through the line so now there is a if you take notes and you say the meetings i can tell you two things that are known fraudulent how you can tell first off it's a recording when you hear it okay nobody does record no one sends out recordings in the second there's a bubble popping sound there's a bubble popping sound before each one and that means it's going from your number to theirs and that's how they're transferring it that bubble palpatine's found the bloop like that you hear automatically means they're sending it over to the call center either in pakistan india i think there's a couple in china mexico uh whoever they're you know whoever's taking on the contracts to scam people they're not in the united states so it's not illegal where they're at and they're okay with it but that popping sound might be a good idea to tell your information right there because to be honest with you i didn't know that because i've not actually picked up the spoof call in a long time because i started seeing the pattern in any number that i don't recognize yep i just block it immediately so i haven't actually taken one of those calls in a while for me to be able to identify hey this is consistent with spoof calls so that's something new to me and i appreciate you letting me know that oh yeah no i do the calls on purpose so that people they watch my facebook feeds live they watch my youtubes they watch my instagrams and my whole thing is if i can make people aware because thing about it is if i get breach or like take for instance let me like my dad or somebody like a sister or somebody else okay they don't just go out they go after everybody you know and they start calling all the then they use the phone numbers that you know like i'm in a 217 area code right so they start using 217 so that you'll actually pick up and it's like you call the number back and the people like i have i never called you but that's what they do and so if we can alert people that guess what you're not going to get all these calls and that's kind of what i do and like i said i'm id guy. org but i deal an identity theft for a living and if i can stop people i don't i don't care about money or stuff like that i care about you know you know my dad's 80 years old you know i got family members and it's really funny because i'll say something like oh like my grandma who's been dead for a long time some of the funniest ones are when i actually tell them oh my god grandma how are you doing and i'll make this big deal and everything and i keep asking why you calling with my grandma's you know just something stupid and you would be surprised what they respond to that or i'll say i'm like how are you calling me from this number now believe it or not after the capital one on this particular one there was something new on it and that's why i wanted to call you guys when they answered and did the booth all this time it actually said prepare for a survey and it was an english voice like it was a recording like a no said prepare for a poll like as in you know with all the elections going on and then it went to a person out of pakistan the only reason why i know about pakistan is because i've kept them on the phone for over an hour before basically wasting their time like they waste everybody else's and i'm showing people that they have call centers you can hear all the scams going on in the background i've been doing this for several years now and then i put it out to my members and i show i use it in classes when i'm trying to prevent identity theft and stuff like that so it's what i do i will say um you're fighting the good fight i mean we need people like you out here for for the people that are vulnerable for the people that fall for this stuff and it's not their fault you know like an elderly person they don't know how these things work so you are definitely spreading the word and probably if there were way more people like you then i think that if the amount of scams people being scammed and losing money to identity theft that would probably go down much more so it's a very noble thing that you're doing it's just my profession i go to school for it i learn about all that stuff you know i know how it kind of works but on the other hand if i don't call you guys and make yourselves aware of it then nothing's ever going to happen you know i mean it's like kind of like if people and i know people are aware of it but people are really tired of their phones numbers being used especially companies and businesses you know and they're like one of the biggest fakes that we get all the time is the college uh loan scam whatever else and the ladies like oh i get about 20 of them a day so there's nothing you can do about it and you know we'll probably just keep calling you and like you do know i'm a do not call this right she goes yeah well i just ignore them when they call me and i'm like but you're calling me and i'm telling you not to and she's like well they call me all the time too and there's nothing that you can do about it she actually told me that and i'm like yeah i mean you talk about and there's scams there it's all scams like your car warranty scam that's a scam they don't know your warranty give me my make a model my car then oh we can't do that that that i'm like no the make and model of my car is is public knowledge that's not the vin number or anything oh i can't give you that well then you're fake we're not fake okay you're fake you see i do it with a lot of different things like i said i was just calling in there maybe like you could take a note or something tell them if not you know at least you're aware that they're calling a lot of people right now in fact as i've been talking to you i've had three more capital one numbers try to call through just in the length of time i've been calling you yeah no and i'll let you know um that this ball has been rolling for some time now i mean this is a constant battle where we're you know always trying to make it clear that hey watch out for spoof calls and we're always it's an ongoing process where i'm sure we have a team behind the scenes that are always monitoring that type of stuff getting feedback because we have an email address where people send us suspicious calls that they receive so this this type of stuff plugged in so i would be uh it would be sad if i told you you know yeah we didn't know about this um but thank you for starting you know because we've so we've been definitely you know knowing about this for a while now um there's certainly a team behind the scenes that keeps up with all this feedback and it's but you know as you know it's just it's gotten out of control you know it's tough all these spoofing numbers i wish there was a way to just well that's why i say it's not capital it's not you guys fault i mean believe it or not there's really when people are stealing number i mean you can't there's not much people can do outside of you know telling the phone company to you know you you would think after a while you know first it was telemarketers okay great do not call this but now it's they come in from outside the united states and the rules don't apply so but yeah you've been a great help like i said i just wanted to call and let you know and show people that look there i know you guys have been on it and i know that capital one's a great bank and especially since i bank with you guys but you know it's every bank that's been spoofed it's not just you guys but the people on the other end are you know i just like to show my members i show people that the banks do care we're trying to do the best we can but just don't don't pick up you know i mean the only thing we can do right now is alert you that this is going on and to take every caution in the world to not answer it and then just call it back yourself don't read out but literally call the number back yourself that you actually know exactly and i still get people who say you know i had a call and i thought it was you guys and i gave my information out or i clicked on a link on an email but then i got to thinking that didn't seem right and i'm just like i wish you thought about that right when you got it you know that that could have saved a lot of trouble so yeah people still fall prey to this um and again i don't blame them these these people are just really sneaky and and super dishonest it's just gross and then i've never even heard that that's unheard of that someone just completely cussed you out oh that's not the only one they do it they've been doing it a lot lately because like i said i do take this but i remember unlike everybody else when they call i actually take the call and i and i and i do it on purpose so i can show people how dirty nobody that's ever going to sell anything is going to cuss you out say negative you know that i mean even if they got that far the second a person yells at you and tells you you know the only time i did it was a one of the electric companies or whatever and it was a legit thing there's like six of them out there they're trying to change over and the guy told me we and i basically i pretty much had him fired uh because i knew where to call you know i mean you you don't i public servant to public service you know sales is not negative it's okay well thank you for your time we appreciate you type situation not go bleep yourself and go you know no one no one's ever gonna say that ever without unless they're just drunk and really stupid so i mean i know i'm a marine and i know we get mad but we're not going to tell anybody off over the phone unless it's an x but other than that it's okay you can have a little fun right so like i said um if anybody there ever needs anything i do deal on it they can ask me jeff jansen is my name uh you guys have my i just gave him a number three one six zero two one nine if anybody has any questions i don't know if it means anything and um oh there oh look another one's coming through this one's even funnier peyton city west virginia all right uh but anyway it's id guy.
org so hope they hung up you know for for your end if you ever like really have something pressing that you discovered and you want to you know send it in over to us there is an email we take these types of things where you detail a call that you got and you know the details of it and what happened we have an email support for that it's called abuse at capitalone. com if you ever wanted to do something along those lines abuse at capitalone. com right i've never heard of it before but thank you that's new information to me i like that you know abuse at capitalone.
